There was a direct debit rejection, what should I do now?
If your bank returns a direct debit transaction to us, the current SEPA direct debit mandate is then canceled. The reason for the rejection does not influence the continuation of the process.
After a direct debit rejection, we can no longer automatically debit your bank account. Your account will therefore be automatically settled by bank transfer after a direct debit rejection. At the same time, we will inform you by email at the registered contact address.
If you still want a direct debit, we need a new SEPA direct debit mandate in accordance with the European Union’s SEPA regulation. Please submit it in the client interface as follows:
- Select the “Billing” item in the menu on the left.
- In the “Billing” menu, select the “Payment Options” sub-item.
- Navigate to the “Payment Method” sub-item and choose “Edit”.
- You now have the option to choose between different payment methods and provide your current bank details.
- You may need to enter your date of birth at this stage. If you have already accepted the data processing contract with us, it is no longer necessary to enter your date of birth.
Choose here between an already registered bank account or a completely new account.
Please verify the accuracy of your bank details, as we will charge the direct debit rejection fees resulting from incorrect entry to our clients. Confirm the change by clicking “Save”.
After saving, please wait for the new payment method to be correctly displayed in the interface. Please enter your bank details only once, even if you do not immediately see a change in your client account. Synchronization of your data can take up to half an hour for technical reasons.
Please note: The switch to direct debit is always for future invoices. Unpaid invoices following a direct debit rejection cannot be automatically debited again for technical reasons. In such cases, the total amount of open invoices as well as the direct debit rejection fees must be settled once by bank transfer or credit top-up.